1 / 11

Consolidated Service Center Update

Consolidated Service Center Update. Maryland Health Benefit Exchange Board Meeting January 27, 2014 Presented by: Leslie Lyles Smith Director, Operations Eric Rubin President, Health Operations

jadyn
Download Presentation

Consolidated Service Center Update

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Consolidated Service Center Update Maryland Health Benefit Exchange Board Meeting January 27, 2014 Presented by: Leslie Lyles Smith Director, Operations Eric Rubin President, Health Operations MAXIMUS

  2. Consolidated Service Center (CSC)

  3. CSC Statistics • Call Volume increased by 204% from Nov to Dec • Abandonment Rates and Talk Time increased as well • Staffing levels remained the same in Oct and Nov • Recent Incremental improvements in reduced Abandonment Rates and Average Speed of Answer

  4. CSC Statistics (Cont’d) Types of Inquiries

  5. Opportunities for Improvement Goals • Optimize staff efficiency • Reduce the Abandonment Rate (AB Rate) without adversely impacting other service metrics • Ensure optimal call center workflow • Prepare for additional outreach activities Expansion • December 2 – expanded staff with 40 Customer Service Representatives and 30 Fulfillment staff • January 6 – expanded staff with 126 Customer Service Representatives • Expanded physical space with the addition of 32,444 square feet of space – 9th Floor, 1 South St.

  6. Opportunities for Improvement Staffing

  7. Opportunities for Improvement Assessment • Conducted by Maximus Business Process Improvement Team • Assessed Staffing, Training, Call Center Analysis and Modeling Actions • Turn on IVR call-back feature until capacity reached • Expand hours of outbound operation • Leverage 15 CSRs from Folsum, CA

  8. Opportunities for Improvement Actions (Cont’d) • Adjust IVR prompting • Multi-channel approach (use of email) • Staff training in order to optimize efficiencies • Further training on technology

  9. Opportunities for Improvement Other Actions (Cont’d) • Increased Trunk Capacity (350) • Support from Optum Call Center – 2 projects • Project 1: Began 1/1/14 Handling 834 verifications Total Calls Offered: 22,274 Total Calls Handled: 19,722 Total Calls Abandoned: 2, 552 Percent of Calls Abandoned: 11.46% Average Speed of Answer: 3:20 Average Talk Time: 5:30 Service Level: 63%

  10. Opportunities for Improvement Other Actions (Cont’d) • Support from Optum Call Center • Project 2: Began 1/14/14 Handling Retro Enrollments • Total Calls Offered: 2,681 Total Calls Handled: 2, 471 Total Calls Abandoned: 210 Percent of Calls Abandoned: 7.83% Average Speed of Answer: 2:02 Average Talk Time: 5:30 Service Level: 53%

  11. Maximus: Simulation Modeling Simulation Modeling • Maximus uses Rockwell Arena Simulation Modeling • Current Staffing of 266 CSRs results in 37% abandonment rate and 11 min ASA • Meet/Exceed Service Levels – 363 CSRs will result in 2.7% abandonment rate; 33 second ASA and 100% service level

More Related